South Africa: Reservations Manager

This role is for a highly organized, service-oriented Reservations Manager to oversee and manage the booking process for our luxury safari camp. This pivotal role ensures seamless guest experiences from inquiry through to arrival, working closely with direct guests, travel partners, agents, and internal teams to maximize occupancy, revenue, and guest satisfaction. Core Criteria: Minimum 35 years experience in reservations or front office within luxury hospitality or safari industry. In-depth understanding of Southern African travel, safari logistics, and luxury guest expectations. Strong leadership, team management, and mentoring skills. Proficient in reservation systems (e.g., Panstrat, NightsBridge, or similar). Strong communication skills, both verbal and written. Fluent in English; additional languages (French, German, etc.) an advantage. Excellent organizational skills, attention to detail, and ability to work under pressure. Passion for luxury travel, wildlife, and conservation. Candidate Requirements and Responsibilities: Reservations & Guest Journey: Manage and supervise daily reservation operations across all camps on the reserve. Ensure accurate, efficient, and personalized handling of bookings, from initial inquiry to confirmation and pre- arrival preparation. Maintain a deep understanding of camp offerings, guest experiences, and conservation narratives to tailor guest communication. Liaise with field-based reserve teams to ensure readiness for guest arrivals and special requests. Trade Relations & Sales Support: Nurture strong relationships with key travel trade partners (agents, DMCs, tour operators), providing them with real-time support, training, and insights. Ensure consistent communication on availability, promotions, and value-added offerings. Revenue & Performance Management: Monitor occupancy trends, booking pace, and yield to support revenue optimisation. Generate reports and insights for forecasting, budget planning, and performance reviews. System & Process Management: Oversee accurate data entry, payment tracking, and booking integrity in the reservations system (e.g., ResRequest). Ensure SOPs are followed, continuously reviewed, and improved to uphold Tswalus standards. Coordinate with finance and hospitality teams for smooth pre-arrival coordination. Team Leadership: Lead and support reservations team members. Provide ongoing training, mentorship, and performance feedback. Foster a culture of excellence, empathy, and Tswalu values within the team.